Senior Health Care Analyst Patient Experience

<strong>At Emergent Holdings, we&rsquo;re creating an innovative environment where our employees belong authentically, contribute meaningfully, and thrive intentionally &mdash; both personally and professionally.</strong>

Southfield, USA

Emergent Holdings

<p class="p1"><strong>Emergent Holdings is driven by a singular goal &mdash; improving the health and safety of our customers and our communities. How do we do that? We create innovative insurance products, technology solutions, and services to support our key stakeholders &mdash; individuals, employers, providers, and strategic partners &mdash; improving the health and safety of the people and places we serve.</strong></p>

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Full time

Competitive Compensation and Benefits Package

Overview: <br />The Senior Health Care Analyst - Patient Experience is responsible for planning, organizing, implementing, and leading department assignments. A key contributor to the development of Senior Health Services patient experience and CAHPS improvement related programs, projects, and goals is tasked to respond to key metrics, help to define leading indicators, and identify areas to positively impact overall patient experience and improve CAHPS metrics related to the interactions of members with provider offices. <br /><br />Will leverage cross-functional internal partnerships as well as develop collaborative relationships with external stakeholders such as Physician Organizations and provider offices to deliver targeted initiatives to improve patient experience, measured by key metrics such as CAHPS rating. Position relies on expert knowledge of best practices, quality improvement theory/methodologies, statistical analysis of patient feedback data, and problem-solving to improve patient satisfaction and experiences. <br /><br />This position operates within broad objectives to ensure optimum utilization of manpower and budget. This role may conduct research and compile and analyze appropriate and relevant data and make recommendations for operational improvements.<br /><br /> <p><strong><br />WORKING CONDITIONS:</strong></p> <p>Work is performed in remote and field locations with some travel to provider locations. Some in-office work setting with no unusual hazards.&nbsp;</p>
Responsibilities: <br /> <ul> <li>Improve CAHPS scores as a measurable indicator of Medicare Advantage member experience</li> <li>Utilize fundamental performance improvement concepts and methodologies such as process/value stream mapping, journey mapping, brainstorming, group decision-making techniques, root cause analysis, data collection and analysis, measurement strategies, and implementation planning.</li> <li>Analyze provider office member (MA PPO and MA HMO) numbers and available CAHPS and member survey data and research on patient experience, new health care trends, etc., related to CAHPS metrics to understand why consumers are satisfied/dissatisfied to identify experience gaps and develop programs to address and improve patient experiences at the provider offices</li> <li>Develop strategy and initiatives/programs to work with physician organizations and provider offices, actively engaging with cross-functional stakeholders with shared accountability to the customer experience, including programs such as PCMH, PGIP, BluePrint, and areas including Customer Servicing, member communications and Customer Insights, Analytics and Research.</li> <li>Work in partnership with manager to develop a multi-year roadmap to create a best-in-class patient experience for our members in their interactions with provider offices</li> <li>Independently facilitate provider office work teams and one on one meetings to engage clinical and administrative staff and physicians in provider offices in identifying and implementing improvements to the patient experiences. Use meeting management, discussion facilitation, conflict resolution, culture change management skills and techniques.</li> <li>Methodical, organized, systematic and outcome-focused in defining, socializing, and reaching deadlines and results</li> <li>Responsibility for balancing workload to optimize the effectiveness of the department.</li> <li>Represent company in community and industry, programs and conferences and make presentations to engage external stakeholders in the patient experience improvement programs</li> <li>Possesses and maintains extensive comprehensive knowledge of BCBSM business, products, programs (including provider data, networks, etc.), corporate organizational structure (including functional responsibilities), and basic research principles and methodologies.</li> <li>Manages and monitors multiple stakeholders simultaneously by establishing project plans and objectives to ensure goal attainment within defined parameters.</li> <li>Develops lines of communication to discuss and review results of analysis to management via reports and presentations and assists management in implementing programs that provide solutions.</li> <li>Investigates, reviews, recommends, communicates, and implements solutions that identify problems/root causes of issues.</li> <li>Identifies and resolves challenges in order to fulfill key departmental objectives and responds to the demands of change management and initiates actions needed to plan and organize employee and team activities.</li> <li>Independently develops and plans reports, papers, and/or other materials in a clear and concise manner.</li> <li>Provides expertise and guidance to unit and corporate staff as requested</li> </ul>
Requirements: <br /> <p><strong>EDUCATION:</strong></p> <ul> <li>Bachelor&rsquo;s degree in Business Administration, Economics, Health Care, Information Systems, Statistics, or a related field.&nbsp;</li> <li>Master&rsquo;s degree in a related field is preferred.&nbsp;</li> <li>Relevant combination of education and experience may be considered in lieu of degree.&nbsp;</li> <li>Continuous learning, as defined by the Company&rsquo;s learning philosophy, is required.&nbsp;</li> <li>Experience with LEAN or process improvement desirable.</li> <li>Certifications in coaching, change, individual and organizational assessment, and other related programs desirable.</li> </ul> <br /> <p><strong>EXPERIENCE:</strong></p> <ul> <li>7 years experience in patient-centered role in providing consulting and&nbsp;facilitation services and improving patient experience in an inpatient, ambulatory, or related setting.</li> <li>Additional experience in a related field, typically in two subject areas (e.g. financial analysis, planning, health care economics, health care policy, statistical modeling, business decisions, analysis, or business management) desirable.</li> </ul> <br /> <p>&nbsp;<strong>SKILLS/KNOWLEDGE/ABILITIES (SKA) REQUIRED:</strong></p> <ul> <li>Ability to design and develop SharePoint site&nbsp;Knowledge of technology/programs to conduct virtual meetings such as Webex, Teams, and applications such as TypeForm</li> <li>Knowledge of healthcare processes and terminology, regulatory agencies such as CMS and programs e.g., Stars, CAHPS, HEDIS, HOS, CPC+ as well as PCMH and PGIP (internal)</li> <li>Independently facilitate provider office work teams and one on one meetings to engage clinical and administrative staff and physicians in provider offices in identifying and implementing improvements to the patient experiences.</li> <li>Experience using meeting management, discussion facilitation, conflict resolution, culture change management skills and techniques, and Lean methodology.</li> <li>Ability to design and develop SharePoint site and use Dundas charts/excel web services, Access, and SAS data sources.</li> <li>Knowledge of PBM systems and tools.</li> <li>Excellent analytical, planning, problem-solving, verbal, and written skills to communicate complex ideas.</li> <li>Excellent knowledge and use of existing software packages (PowerPoint, Excel, Word, etc.).</li> <li>Strong working knowledge of data languages such as SAS or SQL.</li> <li>Ability to work independently, within a team environment, and communicate effectively with employees at all levels.</li> </ul>